Requesting help as an end-user with Helpline - LogMeIn Resolve Support

Requesting help as an end-user with Helpline

Use the Customer Portal to ask for help from an agent.

Sign in to the Customer Portal at https://helpdesk.me/helpline.
On the Helpline page, describe your issue that you need support with. This will help agents better understand your problem and offer a quicker solution.
Don't see this menu? The company you are trying to contact has not enabled Helpline for their end-users.
Click Request live help.
Available agents receive an automatic notification. Depending on the organization's settings, while you are waiting for an agent, you may be offered AI-generated troubleshooting tips. These suggestions are based on the description of your issue.
Once an agent connect, you can start a chat session and even share your screen.
If there are no agents available for 10 minutes, your support request times out and you have to create a new one. Admins can change the time-out period in GoTo Admin.

Frequently Asked Questions

Can I cancel a support request?: Yes. If you find a solution before an agent connects, click Cancel Request and confirm your selection.
What happens when there are no agents available?: If no one is able to deal with your support request within the admin-defined timeout (10 minutes by default), or if an agent cancels your request, you can create a new one any time.
Where can I change the time-out period of helpdesk requests?: In GoTo Admin, go to the Settings > Helpline page. Change the Waiting request time-out period as you see fit.
Do I get a notification when an agent starts my support session?: Yes, you will receive a notification in your browser. You may have to enable browser notifications as described in Enable browser notifications in LogMeIn Resolve
Is there anything else I can do in the Customer Portal: Yes, you can create and track helpdesk tickets as well. For more information on the Portal, see About the Customer Portal.
Can I enable AI-generated troubleshooting tips for my end-users?: Only admins can do that. See Set up Helpline in GoTo Admin

Article last updated: 10 September, 2024

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